Escalation Resolution Manager

Escalation Resolution Manager

Job Overview

Location
Lehi, Utah
Job Type
Full Time Job
Job ID
32717
Date Posted
8 months ago
Recruiter
Zara Davies
Job Views
107

Job Description

Our Company

Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen. 

We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!


 

  • The Challenge:

    The Escalation Resolution Manager (ERM) plays a key role in proactively ensuring the de-escalation and ongoing satisfaction of Adobe's enterprise customers by leading the most critical customer engagements. Our main task is the implementation and ongoing execution of the Global Critical Situation Management Program along with tactical issues that may arise through the existing framework. This program is designed to restore confidence in Adobe when customers are at risk. We provide a safety net when the 'normal' escalation or issue management processes fail. Key to the program is the quality of your Program Management skills. Also important is that we effectively connect with all required Adobe personnel (including Executive Leadership) with current status and upcoming actions. Our ability to identify and drive corrective actions with Root Cause Analysis and operational review meetings is key.

    The ERM must have strong team and Emotional Intelligence skills. We influence various teammates including, Sales and Systems Engineers, Business Partners, and CSO Operations, Professional Services, BU/Engineering, and Sales Support. Command authority to set action plans that meet customer needs. Operating without direct supervisory control is an excellent skill!

    What you’ll do:

    • Acquire a complete view of the customer and develop both get-well and stay-well plans.
    • Influence positive customer outcomes by coordinating and program managing resolution pathways via a cross functional team
    • Build detailed Communication Plans, testable Exit Criteria and complex Project Plans to achieve them
    • Rapidly mobilize the needed teams across the Adobe enterprise
    • Actively communicate to external customers and partners; and, internal executive leaders on resolution progress and outcomes
    • As part of the resolution Retrospective Review process, we discover the RCA and help the organization apply these findings to avoid having other customers experience a critical situation in the future
    • Review the post-escalation situation a few months after resolution in order to prevent any re-escalation
    • This position offers the opportunity to develop and improve Adobe's customer experience in a customer centric field role

    What you need to succeed:

    • Demonstrated 5 years of validated experience leading projects in a consulting and/or technology professional services organization
    • Have you delivered as consulting manager in a leading management consulting firm OR as an accountable and practitioner manager / director from a customer organization?
    • Exhibit strong executive presence, including ability to partner with and effectively influence client managers, directors, VPs, CMOs, and CXOs
    • Embody creative problem-solving skills, including the ability to acquire a holistic vision of a customer situation, to understand the impact of technical changes and to articulate high-level technical solutions to address business problems
    • Demonstrate leadership skills to drive a team across diverse and disparate locations that are outside your direct chain of command, with a different agenda
    • High EQ will help for a successful conclusion using your project and people skills!
    • You're proactive with good track record in similar role and exemplifying a strong dedication to succeed and exceed goals
    • Ability to frame and communicate technical issues to a broad constituency including engineers and executive level management
    • Ability to work without immediate direction in a fast-paced team environment to resolve our customer's concerns
    • Having a good understanding of different cultures and business practices across the globe is essential to work well with other cross-functional team members




Pursuant to the Colorado Fair Pay Act, below is a summary of compensation elements for this role at the company if based in Colorado.

Colorado Starting Salary: $73,500 - $95,500

At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans.  Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP).

In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award.

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